© NSW Technical and Further Education Commission C2 Wk23, Mar 2016| Version 1.0
WEEK 23 Monitor and review new system
© NSW Technical and Further Education Commission C2 Wk23, Mar 2016| Version 1.0
Week 23: Monitor and review new system This week you’ll be monitoring the new administration system for the Landscapers Association of NSW. In particular you’ll: • create a plan for evaluating the new system • identify any problems or changes that require a systemic response • discuss how any necessary modifications will be made and communicated to users • create a plan for future monitoring of the new system
Your tasks this week are to: • complete the discussion on factors which can affect a business system • complete your reflection on staff’s role • develop policies and procedures for monitoring the new system
© NSW Technical and Further Education Commission C2 Wk23, Mar 2016| Version 1.0
Resources
© NSW Technical and Further Education Commission C2 Wk23, Mar 2016| Version 1.0
Monitoring the new system
• The most common way to monitor the progress of any system is to use a Gantt chart. • All activities to be accomplished by the system should be listed with time allocated for completion. • A timeframe should be given to establish whether the system is working or not and a review date should be set to ensure nothing is missed. • Acceptable standard of work should be established and a process in place to measure and monitor it.
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© NSW Technical and Further Education Commission C2 Wk23, Mar 2016| Version 1.0
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• You must determine: − what critical data you need to collect − why you want to collect it − how you are going to collect it − who will collect it − where you will collect it from − when it will be collected. • Monitoring can be done by: − observing people while they are actually working – observation or video − asking those involved in the system for feedback – questionnaires/interviews − reviewing written reports about the system − carrying out spot checks.
© NSW Technical and Further Education Commission C2 Wk23, Mar 2016| Version 1.0
Deal with contingencies and modifications
• It is realistic that not everything is going to run smoothly. To prepare for this a contingency plan should be developed. • One thing that possibly will need modifying are the written procedures. If the system is being modified then procedures will need to be amended to reflect these changes. • All staff using the system should be notified of the modifications made to the system and changes to procedures, even if staff are not directly affected by the changes.
© NSW Technical and Further Education Commission C2 Wk23, Mar 2016| Version 1.0
Review the system • The system should be reviewed after it has been running for a while. This will ensure that it is continuing to meet the goals, objectives and outcomes for which it was created. • An audit by those involved with the system can be used to discover whether the goals, objectives and outcomes are being met. • Any problems or difficulties identified should automatically lead to a repeat of the process of: system observation analysis redesign implementation • This process needs to be continuing.
© NSW Technical and Further Education Commission C2 Wk23, Mar 2016| Version 1.0
Report outcomes Reporting the outcomes is an important part of the change process. Some questions that can be asked during the review process are: • Did you achieve what was stated in the project goals/outcomes? • Did the tasks occur as timed or were there delays? • Are there any tasks that could have been run parallel or done at different times? • Did the tasks meet budget estimates? • Was communication a continual process throughout the change? • How effective was the training offered?
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© NSW Technical and Further Education Commission C2 Wk23, Mar 2016| Version 1.0
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Once answers to the above questions have been sought, a reporting mechanism is usually carried out in order to give stakeholders necessary feedback. Reporting can be done by: Hard copy folder -report, statistical information such as graphs and charts showing improvements in profit growth, the decline of customer complaints, etc. PowerPoint presentation - display the advantages/disadvantages of the change process, statistical information, points of recommendation etc. Team presentation - representatives from the quality circle might like to participate in a team presentation which highlights major developments throughout the change process.
© NSW Technical and Further Education Commission C2 Wk23, Mar 2016| Version 1.0
This week’s tasks • complete the discussion on factors which can affect a business system • complete your reflection on staff’s role • develop policies and procedures for monitoring the new system
© NSW Technical and Further Education Commission C2 Wk23, Mar 2016| Version 1.0
Week 23 Assessment: Future monitoring Once the new system has been installed you'll need to ensure that it is, in fact, doing what is expected and that it continues to meet the needs of staff and members into the future. You’re required to develop policies and procedures for monitoring the new system which includes: 1. A plan for evaluating the new system once it is in use, and the effectiveness of staff training. 2. How any necessary modifications will be made and communicated to users and reported to the appropriate authority. 3. A plan to ensure that monitoring and evaluation of the system takes place at regular intervals in the future, to ensure system effectiveness is maintained, changing needs are addressed and new technologies can be utilised, if appropriate. Please review thereport layout guide for further layout guidelines.
Approximate length: 1,000 words approx
© NSW Technical and Further Education Commission C2 Wk23, Mar 2016| Version 1.0
What you will learn in the next cluster
In the final cluster (Cluster 3) you’re required to review how we approach our customer service and sustainability. In particular, you’ll be: • reviewing the Association’s current service performance • looking at how the organisation can monitor and review customer service feedback • identifying the need for a workplace sustainability policy • developing the workplace sustainability policy • detailing how you’ll implement the plan into the workplace
The units you’ll be assessed in this cluster are: BSBCUS501 Manage quality customer service BSBSUS501 Develop workplace policy and procedures for sustainability
© NSW Technical and Further Education Commission C2 Wk23, Mar 2016| Version 1.0
NEXT WEEK???
• Week 24 is Assessment Week and there is no learning • Please use this time to complete any outstanding assessment tasks • Contact me if you require any assistance to complete any assessment tasks • My new number is 9827 5260